US Cable Support → Comcast Cable TV > [X1] X1 Complaint Thread

Re: [X1] X1 Complaint Thread

I tried to get this setup yesterday and was told the usual lie of "you can only have one x1 dvr."

That is really strange perhaps it depends what area you are in?

OK X1 Installed and working Tech seemed to know what he was doing. In checking signal levels he recommended and did change 2 splitters to one new one (Evolution) which lowered TV Upstream power from 50db to 38 db. No impact on phone or internet.

I will post current problems/questions is new thread.
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- Bill

Went to the xifinity facebook page and asked about the DVR situation and got a call from Comcast and they told me that I could have 2 x1 DVRs so I have a tech coming out to install the extra DVR.

OK this is getting ridiculous. I just received my bill summary via email with the recent changes.

They are charging me for "Any Room DVR" which I do not have due to their incompetence. Plus I'm being charged for the additional DVR box that is not on the X1 platform. Comcast's incompetent customer service is why I need the extra DVR box in the first place.

UPDATE:

First off, I would like to thank mikedz4 for the contact #.

I called the VP in charge of customer relations for the Northeast division. I explained my situation and he sent out a knowledgeable tech today. I now have 3, that's right, I said 3 DVR boxes, all on the X1 platform.

I am now waiting for a followup phone call to get the billing sorted out.

EDIT:

Got the call. 1 month credit and $15.00 discount per month for 12 months.
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Stop The Mindless Killings Stop Over Fishing

Well, Ive had the X1 now for 2 months and I have to say it is the WORST POS I ever used. Most of the issues I have are already here, but this is just ridiculous. We are beta testing monkeys now since they rolled this out apparently without testing it properly.

- No jump a day ahead in the guide is just stupid.
- Button lag is atrocious. It does not read the button presses, then all of a sudden it reads the last 10 buttons at once.
- I keep having to reset the boxes because a text box appears in the bottom corner of the screen that does not go away.
- DVR does not allow you to watch all recordings of a show in a row. It watches one, then goes back to the menu. Stupid.
- Channels freeze and stop working. Tonight ABC does not work. Does not allow me to go to the channel through the guide or direct entry.
- DVR tapings disappearing or not appearing at all.
- Too hard to put channel # or time on the boxes?
- Customer service is AWFUL. They tell me they will email me certain information, nothing comes, then there is no record that I ever called.
- Supposed to get a $500 VISA gift card when I signed up. I have been trying to check on it for 2 weeks now and see the status, nobody can tell me a damn thing. Again, they said I would get an email about it, but nothing. Hold times tonight were 45 minutes too. I left FIOS for this crap.

I sympathize with ya.

It should have been offered in selected areas as a beta release. The companion boxes are a bad idea overall, they need to stop being so greedy and offer their customers DVRs in exchange for them. Yes, they absolutely pushed out a beta platform without first notifying their customer base. It was probably conjured up at a shareholder's meeting in efforts to raise stock value without ever having a technical understanding of how to roll it out. Thus leaving the limited qualified technicians holding the bag. Now it's a game of pointing fingers at who's to blame while the customer gets the shaft. I may be grasping at straws but I'll bet it's not that far from reality.
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Stop The Mindless Killings Stop Over Fishing

Re: customer service for X1

I’ve had cable for just one month (a CenturyLink refugee) and had my first X1 problems last night. It wouldn’t tune into about half the HD channels. Not premium or anything. Just regular stuff like IFC or SyFy. It's as if I weren't even pressing the remote buttons (but I could see the little green LED flash on the X1 box so I know it's receiving the signal - plus, it tuned into the other channels). So I turned the box off and unplugged it for a few minutes. Turned it back on and got some message about not being able to connect and to call Comcast.

I called Comcast and went through the phone tree. When prompted by the robot for a narrative description of the problem, I said "X1 box not working." I was put on hold for 5 minutes before I was finally told (by a machine) that they cannot help me and goodbye. I did that 4 times before I told the robot "no internet service,” at which point I got routed to a real human immediately. Predictably, that person was internet only and could not help me. But he did agree to pull up my account and route me to someone who could.

Astonishingly enough, a real human answered after only a few minutes. She listened patiently while I explained the issue and then told me that there is a special department within Comcast that handles all X1 issues and that she must transfer me to that department.

After 45 minutes on hold, I got through to the vaunted "X1 Service Center" (my made-up name). I started telling the guy what's going on and when I took pause for a breath, he broke in and asked me if I saw anything about error code xcl-109 on the screen. I replied, “As a matter of fact, that is exactly what I saw. How on earth did you know?” “There is a nation-wide outage that resulted in all boxes having to reboot and call home pretty much at the same time. Predictably, chaos ensued. Hopefully, things will be working tomorrow.” Brilliant Why didn't this show up on the comcast website? It said everything was fine. Why didn't any of your regular TV people know about such a huge issue? “Because X1 is different”, he said. No kidding. I don't think he understood the double meaning of his statement.

But sure enough, everything is working fine this morning.

I still don't know what the xcl-109 error code meant (and can find no meaningful information online).

Yep, last night I lost access to some channels on my living room box (no error code) and just a few minutes ago I had to power cycle the bedroom box because the screen froze and would not respond to the remote signals. The same thing happens as you mentioned, I can see the remote is sending the signal and the box is receiving it but it does not respond.

I have another tech coming out tomorrow morning because I still have not gotten the channels back on the living room box.
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Stop The Mindless Killings Stop Over Fishing

I do have to say that I otherwise like the x1. However, to be honest, I have very little to compare it to. I haven't had any sort of cable or satellite service for the past 15 years. So this is really like heaven for me. Who knows, maybe some other DVR is heaven+. But this is pretty damned good to me. But with the glitching I've read about, it seems I am a bit lucky (until last night).

The neighbor across the street from me had endless troubles. Something to do with a weak signal that I have not been plagued with. He ended up turning his x1 in and getting an older model DVR.

Also, I have a companion box but haven't used it extensively.

Do yourself a favor. Cancel your cable subscription, sell your TV and take up checkers or chess or just play tiddlywinks. You'll thank me later.
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Stop The Mindless Killings Stop Over Fishing

Or better yet, pony up the money for a real DVR - either get a Tivo Roamio with a couple of Minis or roll your own HTPC with Cablecard tuners and a couple of Xboxes. You'll thank me later.

Now I have 2 DVR's still wish I could have 3 but the technician said that all I could have is 2. Hey Dolphins what is that contact number. IM me.

Just got a call and was told that I can not get another DVR only 2 is allowed and that the Gateway 2 they advertise is not available just the usual false advertising they provide.

no it is not false advertising. in the ads they tell you these specific products and features shown are not available in every area

Enticing people and show Not available in all areas in print that no one can read anyway. Who cares. And as far as DVR's there is not such documentation that I am aware of that states you can only have 1 or 2 DVRS etc.

Got a new message just now when trying to access the DVR features (Recordings, Scheduled & Deleted options): "We are currently experiencing an issue with the DVR service. We are working to restore service as quickly as possible, and will provide access to your recordings again shortly". Never saw that before. No error code. Maybe I'll try a box reboot (again)...

Well the reboot (power off for 30 seconds) didn't help. Guess I'll have to wait...

comcast installer came today. in fact he still here, x1 is nto working, i get error code xl-53, also RDK 0-3004, RDK 0-3007

this is my 2nd day with comcast and the x1, my complaint is the lack of the Hide channel option. the x1 channel lineup order is already a hassle as it is. they have channels all over the place. i.e the movie channels are not grouped together, there are movies on the 100 range and the 300 range and the 400 range.

OK, 9 days with 3 DVR X1 setup.

I get occasional freezes on all 3 boxes. Sometimes it fixes itself, sometimes I have to power off (not unplug) and restart to get controls back. Just a few hours ago On-Demand was inaccessible but a shutdown/restart fixed the problem.

No other complaints at this time.
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Stop The Mindless Killings Stop Over Fishing

gonna try the parental controls..

there is also an other way, while in the full screen guide press the yellow triangle on the remote and on the right corner of the guide you will see a filter list. to create a favorite list, you need to manually add teh channel to the favorite.. u can do this by while in the full screeen guide select the channel on the guide, not the movie or show that is playing but selecting that box that is before the movie that is curretly playing and press info and add to favorite.

I have 2 dvrs now but will be getting a 3rd later on this year. I am going to wait because since switching to x2 the problems with the 1 hd client box I had have been resolved. I am just waiting now for a wireless gateway 2 emta cisco dpc 3939. It has both the 5 ghz and the 2.4 ghz bands.

I had x1 installed a week ago. My biggest complaint is that my picture quality went from 9 out of 10 to about 6 out of 10. This happened on both of my Tv's (one on a whole house ever, the other on a non DVR X1 box)The technician came back out but couldn't find anything wrong. I thought maybe it was just me until a friend came to watch a football and ask what happened to my usually fantastic picture. Besides an older thread, has anyone's else had this problem? I think I might have to go back to the older boxes.

Neub-
That's odd. I actually thought it got better with X1. Are you sure your resolution settings didn't get altered?
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"ONE team - ONE city - ONE dream!!"

I have seen this ad tagline stating not available in all areas on tv ad's but in my city there are over 36 billboards that atate that xfinity has the fastest wireless internet, not u-verse. According to all Comcast published info only the Gateway 2 DPC3939 provides this claim. But go to the Comcast office or call Comcast and no one can tell you about the claim or how to get it much less other than look surprised there is a gateway 2. In the office we went to Comcast.com and they saw the info on the Gateway 2 but say not available, no such thing. and x1 is being installed in my area for triple play only. Most of the time you get a SMCD3GNV which is D3 but 4x4 channel.

As already mentioned, I think your video settings are not optimal. Scroll to Settings/Device Settings/Video Display/Output Resolution. You have the options for 480i, 480p, 720p, 1080i and 1080p. Check with your TV manufacture's user manual or website for maximum resolution capabilities.

Obviously if the video resolution it is set too low your picture quality will suffer. Setting too high of a resolution will also degrade picture quality. Some older HDTV's are only capable of 720p or 1080i. If this is true for any of your TV's then the resolution should not be set to 1080p (the highest setting) or the picture quality will be less then optimal.

Another possibility is that the video is being compressed by your cable company to reduce bandwidth? Compression causes color banding and pixelation.

Here's an example of color banding> »Re: Creative Impressions #349

The first GIF has been compressed too much which does not allow for a smooth transition between the color shades. The second GIF has not been compressed as much and I altered each frame by adding image noise which gives the effect of a smoother transition between color shades.
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Stop The Mindless Killings Stop Over Fishing